Ryan Byrne, Senior Manager of Capability and Learning at Sydney Trains joins host Michelle Ockers to discusses the "First Impressions Count" performance campaign. This campaign focused on enhancing customer service through station cleanliness, uniform standards and empowering and engaging staff. Ryan shares insights on using employee feedback to identify barriers and build respectful, actionable solutions. He also highlights how Sydney Trains engaged staff via competitions, incentives, and real-time customer feedback, fostering a culture of continuous improvement across the frontline.

Host: Michelle Ockers

Transcript and related resources: https://learninguncut.global/podcast/164/

Podcast information and more episodes: https://learninguncut.global/podcast/